What you’ll be doing...

Verizon’s Wireline Compliance Regulatory team works in partnership with the Verizon Consumer Markets, Verizon Business Markets, Verizon Lean Six Sigma, Marketing, National Operations and other key players to ensure compliance with various federal and state regulatory requirements. This team focuses on testing in production to be sure that processes are working end-to-end as they should, complete observations to identify areas of improvement when handling calls through identification and requests for coaching.

This role will have accountability for the following areas within the Wireline Compliance Regulatory team:

  • Partnering with management and peers to own, manage, and enhance the existing Lifeline processes currently in place for the Service Fulfillment Center and Consumer Sales & Service Center. This includes using a legacy relational database for reports and queries. Must be comfortable with Access, Excel and Google Sheets.
  • Validate customer accounts to ensure either the addition or removal of Lifeline should have occurred. Ensure system requirements, flows, edits and written processes through testing and observations are working. The responsibility includes knowing the Lifeline processes that exist today, completing updates to various documentations when systems or processes change, providing compliance guidance to the field, peers, management and legal. Additionally, failures identified by system testing will require JIRA entry and follow-up.
  • Participate on cross-functional teams to support Lifeline making sure that user stories continue to support systematic processes in place the drive positive compliant behaviors or that proposed new system changes fully meet regulatory and legal requirements.
  • Complete analysis based on the Lifeline testing results through observations, audits, and reports to identify system and process gaps reducing risk for wireline. Document all work and findings resulting from testing within defined standard processes. Develop and disseminate coaching emails and Action Response Forms as required to drive improvement across all lines of business.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Willingness to travel up to approximately 25% of the time.

Even better if you have:

  • A degree.
  • Experience working in Verizon Consumer Markets with the Service Fulfillment Center, Consumer Sales & Service Center and National Service Order Processor (NSOP).
  • Experience in partnering with consumer call centers.
  • Experience with low cost programs that require customers meet federal and state eligibility requirements.
  • Knowledge of USAC Lifeline Program.
  • Strong listening and written/ oral communication skills, organizational and planning skills, ability to work independently.
  • Knowledge of Microsoft Access, Excel, PowerPoint, G-Suite, and Word.
  • Ability to assess, interprets, and guide call center and corporate processes.
  • Experience managing/ creating process flows, data and business requirements with the ability to find/ propose alternative solutions, efficiencies and opportunities for automation.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.